From AI agents to front desk: How to personalize the guest experience with both | with Chris Koehler

Episode notes

In this episode of Hotel Moment, Karen Stephens, Chief Marketing Officer of Revinate, sits down with Chris Koehler, Chief Marketing Officer at Twilio, to explore the fast-moving intersection of AI, guest data, and the future of hospitality personalization. As the CMO of one of the world's most trusted consumer engagement platforms — and a partner of Revinate — Chris brings a perspective that is both industry-wide and refreshingly personal. He is the exact guest hotels should be designing for: a frequent business traveler with strong preferences, no interest in loyalty points, and clear memories of every time a property got personalization right — or embarrassingly wrong. What you'll learn: ● The personalization gap is real and measurable: Twilio's State of Customer Engagement report finds that 82% of brands believe they provide good or excellent customer engagement, but only 45% of consumers agree. That disconnect is not a technology failure — it is a data activation failure. ● The booking journey has fundamentally changed: In under a decade, travelers moved from travel agents to Google to LLMs.